The German player had accused the casino of not adhering to player protection regulations as she, being a known gambling addict, had been able to gamble away significant amounts. Despite having a blocked account due to gambling addiction, she had been able to log in and continue playing. She asked for a refund of her deposit. The player claimed to have informed the casino about her gambling problem and requested account closure, but the action was not taken immediately, leading to further losses. However, she couldn't provide evidence of her self-exclusion request. We had explained the importance of having such evidence and provided guidance on how to properly request self-exclusion in the future. Due to the lack of proof, we were unable to assist further in this matter.
MiuCasino - Player alleges casino ignored responsible gambling policies.
Amount: €1,200
MiuCasino
Safety Index:Below averageInsufficient evidence from player
REJECTED
Case summary
Der Spielerschutz wurde nicht beachtet.
Chat ist nicht erreichbar auf e Mails wird nicht reagiert
Siehe Text
Keine Einzahlungslimits
Despite years of being a gambling addict with the Curaco authorities and MGA authorities, I was able to gamble away a lot of euros with you.
The Curago authorities also know. I'm there in an automatic spear system
They didn't pay attention to player protection
If that doesn't happen, my lawyer will take care of it. As I said, the authorities are informed
Please pay me back the deposit!!!
Can they give me my money back because they didn't stick to player protection and my other account with the same details only with the other email address I gave you was also blocked because of gambling addiction, why could I just log in again
Dear Alineb1991,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you've ever informed this casino specifically about your gambling problem?
- Do you currently have access to your casino account?
- Do I understand correctly that you officially applied for self-exclusion from Curaçao e-Gaming?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Good day
I informed the casino by email the evening before that they should block my account. It was only done the next morning and I was able to gamble away the amount.
The account was blocked yesterday morning
I have applied for a self-exclusion from the MGA and also curaco and am blocked in many casinos and cannot register because I am in a spear system
Thank you very much for your reply, Alineb1991. Could you please forward all the relevant communication between you and the casino and any other evidence confirming your claims to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Hello, this is the case
Good day
I informed the casino by email the evening before that they should block my account. It was only done the next morning and I was able to gamble away the amount.
The account was blocked yesterday morning
I have applied for a self-exclusion from the MGA and also Curaco and am banned from many casinos and cannot register because I am in a restricted system.
Unfortunately, I don't see any self-exclusion requests in your screenshots. Could you please forward them to me via email?
I don't have that anymore it was in the chat as I described the night before
Alineb1991, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request is the essential evidence that the player must provide in order for us to proceed with a case like this. Since your account has been closed, I can only recommend how to request self-exclusion properly in the future.
When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. If you disagree with our decision, you can try contacting the licensing authority.
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
